Show:
Escalating or not
Scope
The New C-Stat
EAW (Bonus)
MFA Process
100
A user emails in with "Don't have email on account anymore", do you escalate right away?
Don't escalate! MFA4 with an insertion of the new email address on file with the account.
100
Can we cancel an account that has funding sources on file?
Yes, it is okay for us to cancel an account that has funding sources on file. We should offer to release the sources on file.
100
What is a perfect score on the new C-Stat system?
5.0
100
Where are the headquarters for EAW?
Cincinnati, Ohio
100
Bank and cards are deleted from file, but there are funds on file. Which MFA?
What is MFA6
200
A user emails in "Hello is it ok if I get the money to you March - most likely around the 18th. I will not be able to settle the debt until that time". What do you do?
Let the user know that as soon as the user is able to pay the debt would be great, and ask them if they have any other questions or concerns regarding the process.
200
Scope says "payment declined due to Low ID score". What does the user do now?
Apply that FDP Macro! Make sure to use this macro and press open, as it will then become an open case in fraud while providing the customer the information their case is being worked on.
200
What does C-Stat stand for?
Customer Satisfaction
200
What is the cost of a lost YubiKey?
40 dollars
200
The only funding source on file is an unverified bank. What MFA do you select?
What is MFA2
300
A user emails in the correct information for a MFA 4, does this need to be escalated?
No, we are able to check these ourselves!
300
A user emails in from an unverified email address that is on file with their account. What do we do?
Verify the email! This fixes some of the problems the user may have, so let's make sure to do this!
300
What is one of the metrics the new C-Stat measures?
Was the agent friendly, was the agent knowledgeable, was the agent caring
300
How many hours does Education At Work consider the employee being a full-time student?
What is 12
300
Are we able to verify Republic of China passports?
No, if a user sends this in, ask if they have a different form of ID
400
A user provides MFA4 information, but the bank is wrong. What needs to be done from here?
Escalate to Tier 2! Get a EMFA Macro going and send it on up, as we cannot check these ID's
400
What are two things that Network shows?
Network shows four things: Same fingerprint, Same IP, Blocked Users, Blocked By Users
400
What is the lowest CSAT score you can get?
What is 1.0
400
What is the max Tuition Assistance per payment?
What is 2625
400
A person's code doesn't work after changing their password.
What is MFA7
500
A user emails in asking where her bank transfer is and why it has been delayed. The scope says "payout queued" and the funds have yet to be issue out. What needs to be done?
Let the user know that Venmo is just having to review the payment and the user's funds should be available within 3 business days.
500
Where do funds go when accounts with funds are cancelled? Can we access these?
They go to Venmo's account (ID #1) and we cannot access those, but Chicago can
500
What is the goal for Venmo to reach as an average CSAT score?
What is 4.5
500
What does BOLD stand for?
What is bring it, own it, live it and dream it
500
Who checks IDs that aren't MFA4?
What is Tier 2?